Total Communication Solutions
Industry Best Practices
Contact centers are in many cases the centerpiece to providing customer support and maintaining the brand in a competitive marketplace. They also demand a lot of resources, financial and otherwise. Unfortunately, in many companies these centers have not had the advantage of an independent audit of the operation to ensure that industry best practices are in place, efficiencies are optimized and that customers are truly receiving the service they deserve
Targeted Areas
Based on your needs, TCS can focus on targeted areas identified by senior management. We match your specific objectives with the appropriate planning and analysis. We approach each contact center service review by focusing on the business objectives of the organization along with the tools, policies, and procedures that are in place.
ORGANIZATIONAL STRUCTURE & EFFECTIVENESS
STAFF
UTILIZATION &
OCCUPANCY RATE
UTILIZATION &
OCCUPANCY RATE
ACD SYSTEM
AND
IVR SYSTEM
AND
IVR SYSTEM
CALL
ROUTING
SCRIPTING
ROUTING
SCRIPTING
COST
PER
RANSACTION
PER
RANSACTION
TECHNOLOGY
DEEP
DIVE
DEEP
DIVE
PROCESS FLOWS
&
WORKFLOW
&
WORKFLOW
SERVICE
LEVEL
OBJECTIVE
LEVEL
OBJECTIVE